Head of Customer Service, Asia Pacific

1 day ago

Singapore Brenntag Full time

**HEAD OF CUSTOMER SERVICE, ASIA PACIFIC**:
Our team in **Singapore** currently has an opening for a **Head of Customer Service, Asia Pacific**

**YOUR ROLE & RESPONSIBILITIES**:
**Summary**

Responsible for executing the region’s customer service strategies and develop an integrated customer service function for productivity and excellence. He/She is also required to lead customer service transformation efforts by guiding country customer service teams in alignment to the centralized APAC Customer Service governance and framework.

He/she should also identify and harness global best practices and benchmarks in the customer service domain and ensure all country customer service teams understand, align, and adhere to global and regional guidelines.
- Develop and Execute APAC region’s Customer Service Strategies
- Develop APAC Customer Service Governance Framework and Systems
- Develop APAC Customer Service Organization and its Competencies
- Develop APAC Customer Service Customer-Centric Culture and Mindset
- Develop APAC Customer Service Performance Management Metrics and KPI at regional and country level
- Ensure that the country level customer fulfilment function and their processes are aligned and integrated across the order-to-cash process based on the defined APAC framework
- Partner APAC BU Presidents, Division Commercial Leaders, Regional Directors, and Country MDs throughout the customer fulfilment process, and identify continuous improvement opportunities
- Define the functional guidelines of customer fulfilment, and coach Country Customer Service Leaders in ensuring consistent execution

**YOUR PROFILE**:

- Bachelor’s or Master's degree
- 10 years of working experience with a proven track record of 5 years in leadership position
- Proven competencies in Customer Service, Order Fulfilment, Supply Chain Management, Planning, Sales, or other related functional background
- Proven ability to develop and implement Customer Service strategies, initiatives, and transformation within organization
- Prior experience in Customer Service team management with a Chemical, FMCG, or Distribution MNCs is highly valued
- Ability to balance long term strategic customer service direction, with the day-to-day operational challenges and requirements.
- Ability to create functional and scalable systems and processes,
- Competency in continuously improving status quo
- Eye for details with strong stakeholder management skills,
- Strong analytical skills, and ability to present analysed information concisely
- Capable of handling ambiguity
- Adaptable to rapidly changing business dynamics in a fast-paced environment

**INTERESTED?**:

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